A Major Manufacturer of Home Appliances

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The Customer

This client is of one of the world's largest producers of consumer and professional-grade home appliances, cleaning equipment, and outdoor equipment, with net sales of over $17 billion in 2005. The client's products comprise 27 product lines, and the company has a market presence in over one hundred countries.

The Challenge

The client was constructing a new manufacturing plant in Ciudad Juarez, Chihuahua, Mexico and needed to train 320 employees, in Spanish, to use JD Edwards World software. As company operations were expanding, the company is planning to train over 1000 employees. In addition to JD Edwards World software, the client also chose several third-party systems to support operations in the new facility. Intelligo's challenge was to not only to provide end-user documentation and training materials for World, but also develop written support for these third-party systems from the ground up. In addition, Intelligo was tasked with helping to develop and schedule training, despite the fact that training facilities and an intranet system capable of supporting online training materials had yet to be completed.

The Solution

Intelligo consultants, working with client subject matter experts and power users, developed the standards for all new training materials, including User Productivity Kit (UPK) simulations and step-by-step instructions. After the Intelligo and client teams completed an initial needs assessment, Intelligo consultants attended User Acceptance Testing (UAT) sessions to get a better understanding of the client's business processes. We then began to refine and customize our documentation based on what we observed in the UATs. All documentation was reviewed and approved by the client and implementation consultants. After approval, documentation was translated into Spanish. To best suit the client's needs, Intelligo developed simulations for key business processes that involved either a large number of end-users or positions with high turnover. Step-by-step instructions were created for positions with fewer end-users. Intelligo identified the roles associated with each business process and created a spreadsheet that enabled the client to match system users to the appropriate training curriculum. After the client approved the final curriculum matrix and role mapping, they were able to begin scheduling training for their users. Intelligo divided training into two phases, based on each task's criticality, with the most critical users being trained first. Intelligo conducted the initial training classes with bilingual instructors and a client "power user". In addition to being used in training, all materials were then deployed on a bilingual intranet Website.

The Benefits

The combination of printed instructions and Web-based simulations gave the client the flexibility of using both classroom and self-directed online training. This allowed the client to determine the most cost-effective method of training, depending on job position and employee location, reducing overall training hours and hours away from the job. The deployment of all training and support materials on the client's intranet allowed employees to get self-service help when they need it, right from their desktops, reducing the costs associated with performance support. The web-based training and online instructions also created effective support for training new users rapidly, to support operational growth.

Intelligo's Value-Add

Intelligo's experience in producing end-user documentation and training materials provided the client with a flexible training and documentation package that met the client's need to focus on training users with critical business functions as well as positions with a high rate of employee turnover. Our training consultants provided guidance to client management that enabled them to identify those areas where training was needed, the number of employees that needed training, and how to schedule training for those employees with minimal disruption to production. Intelligo's experience in developing training materials for translation facilitated the process of translating into Spanish and saved the client money in this area. Additionally, our ability to provide bi-lingual instructors to deliver training to the Spanish-speaking employees greatly enhanced the learning experience. Finally, Intelligo's consultants showed the client management how to update their documentation and training Website with current data to keep their training materials up-to-date.

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